Lettings Officer LBS-008

· To deliver excellent professional and specialist services to residents in line with the Council's vision, values, resources, strategic and service priorities.
· To maximise letting of over 7000 garages, underground car parks and other parking schemes.
· To ensure that the waiting list is managed appropriately and that properties are allocated in accordance with the lettings policy and procedure.
PRINCIPAL ACCOUNTABILITIES

Responsibilities

1. To contribute to the management of Home Ownership Services reporting to the Garages Services Manager on all matters relating to the management of garages and other non-residential properties (including barrow stores) the identification of disused garage areas, the letting of garages, parking areas and barrow stores and the management of voids and waiting lists.

2. To represent Homeownership Services at public meetings, working groups Tenants and Home Owners Councils and other resident forums, presenting prepared reports and presentations and answering questions. To carry out consultation on all matters relating to the letting of garages, parking schemes and other non-residential properties with all relevant stakeholders.

3. To ensure that all garages, barrow stores and other parking schemes are properly managed and let with minimum void periods and within target. To ensure that processes to minimise void periods and new lettings are properly managed. To inspect new voids including barrow stores and liaise with the Repairs and Contracts Officer to ensure that any necessary repairs are carried out in a minimum period of time in order to re-let within target. To work with the Voids and Repossessions and Repairs and Contracts Officers to actively pre-allocate non-residential properties within the portfolio to ensure that properties are let in a proactive manner reducing void times. To promote the availability of the garages available for letting in regards to the refurbished sites and hard to let areas and where there is not a high demand.

4. To maintain the waiting list for both public sector residents and private sector clients to ensure that there is a continuous lettings process. To ensure that regular communication is instigated with those on the waiting list to ensure that the information is accurate and up to date and that the client base is kept informed of progress in accordance with current policies and procedures. Process and assess applications to ensure that Southwark's direct tenants and leaseholders are complying with the terms and conditions of their tenancy / lease agreement.

5. To ensure that garages, barrow stores and parking areas are fit for purpose in order to maximise income from licences. Including regular communal inspections to identify areas of disrepair, anti-social behaviour or other issues which may prohibit lettings. Including regular site visits and quarterly joint visits with the Repairs and Contracts Officer.

6. Ensuring in partnership with the Repairs and Contracts Officer, Resident Services Officers, parking enforcement team or ASB team as appropriate that repairs or other issued are dealt with appropriately and in a timely way. Taking ownership of your patch and the overall portfolio to see issues through to their resolution.

7. To use enforcement procedures to ensure that garage and other non-residential occupants are complying with the terms of their license agreements. To be responsible for regular inspections and investigations as necessary, and to manage breaches of the non-residential license agreements including the preparation for any necessary legal action. To arrange ad-hoc checks of the garage occupants to ensure full compliance with the license and that the correct named licensee is in use of the unit. To develop community links to enable such procedures.

8. Working with the Garages Services Manager to improve the customers experience through the on-line portal, encouraging and implementing modern ways of working. To be responsible for assisting customers with on-line access to their accounts, giving advice and amending their profile/set up where necessary to facilitate access. To inform and encourage both new and existing licensees to sign up to the MySouthwark service.

9. To be the first point of face to face contact with new applicants for non-residential units. To effectively communicate the offer of a non-residential unit, managing the sign up process ensuring that all relevant and accurate detail and documentation is provided and stringently verified to ensure that there is no fraudulent activity. To provide correct payment information (prioritising direct debit) to ensure and maximise income. To secure initial advanced payments to the garage account (c. £70-£100k per annum). Ensuring that the correct charge is applied to the account by extracting the relevant information from supporting documentation, complying at all times with the Councils data policies under GDPR.

10. Providing new applicants and current licensees with accurate information about the garage, licensee agreement and charges (including service charges). Stipulate the terms and conditions of the license agreement, emphasising Health and Safety and fire risk aspects, as well as the debit and payment regimes and the consequences of falling into arrears.

11. To work with the Repairs and Contracts Officers to ensure that all areas within the Garages Services Team portfolio are managed, maintained and refurbished as necessary including responsibility for adhering to Fire Risk Assessments and understanding the importance and role of the fire team.

12. Ensure that Health and Safety is adhered to, sharing empirical information known or obtained in relation to lone working, accompanying colleagues when appropriate due to areas and sites that you attend in order to prevent any confrontation or criminal intent by members of the public. To comply with equal opportunities, valuing diversity, health and safety and tobacco policies as revised from time to time.

JOB CONTEXT

1. Close liaison with officers and managers within Homeownership Services, Exchequer Services and other directorates of Finance and Governance.
2. Liaison with officers from other departments and suppliers such as Housing and Modernisation, Environmental Services, Legal, Procurement, Audit (internal and external), contractors and managing agents.
3. Liaison required with local MPs, Ward Councillors, and resident representatives regarding the provision of services.
Financial Responsibility
No direct budgetary responsibility but expectation of understanding of the Council's wider financial context, in particular related to rental income, void loss and repairs budgets.
Grade/Conditions of Service

Evaluated as Hay 8

Contractual hours: 36 hours, Monday to Friday

The conditions of service for this post will be in accordance with the National joint Council for Local Authorities Administrative, Professional, Technical and Clerical Services, enhanced by Council conditions.

Commitment to Service Delivery/Customer Care

· Commitment to the highest standards of service delivery and customer care.
· Right first time service delivery

Health and Safety

· The post holder must be aware of individual responsibilities under the Health and Safety at Work Act and identify and report, as necessary, any untoward accident, incident or potentially hazardous environment.,

• To deliver excellent professional and specialist services to residents in line with the Council's vision, values, resources, strategic and service priorities.


• To maximise letting of over 7000 garages, underground car parks and other parking schemes.


• To ensure that the waiting list is managed appropriately and that properties are allocated in accordance with the lettings policy and procedure.

PRINCIPAL ACCOUNTABILITIES

Responsibilities

1. To contribute to the management of Home Ownership Services reporting to the Garages Services Manager on all matters relating to the management of garages and other non-residential properties (including barrow stores) the identification of disused garage areas, the letting of garages, parking areas and barrow stores and the management of voids and waiting lists.

2. To represent Homeownership Services at public meetings, working groups Tenants and Home Owners Councils and other resident forums, presenting prepared reports and presentations and answering questions. To carry out consultation on all matters relating to the letting of garages, parking schemes and other non-residential properties with all relevant stakeholders.

3. To ensure that all garages, barrow stores and other parking schemes are properly managed and let with minimum void periods and within target. To ensure that processes to minimise void periods and new lettings are properly managed. To inspect new voids including barrow stores and liaise with the Repairs and Contracts Officer to ensure that any necessary repairs are carried out in a minimum period of time in order to re-let within target. To work with the Voids and Repossessions and Repairs and Contracts Officers to actively pre-allocate non-residential properties within the portfolio to ensure that properties are let in a proactive manner reducing void times. To promote the availability of the garages available for letting in regards to the refurbished sites and hard to let areas and where there is not a high demand.

4. To maintain the waiting list for both public sector residents and private sector clients to ensure that there is a continuous lettings process. To ensure that regular communication is instigated with those on the waiting list to ensure that the information is accurate and up to date and that the client base is kept informed of progress in accordance with current policies and procedures. Process and assess applications to ensure that Southwark's direct tenants and leaseholders are complying with the terms and conditions of their tenancy / lease agreement.

5. To ensure that garages, barrow stores and parking areas are fit for purpose in order to maximise income from licences. Including regular communal inspections to identify areas of disrepair, anti-social behaviour or other issues which may prohibit lettings. Including regular site visits and quarterly joint visits with the Repairs and Contracts Officer.

6. Ensuring in partnership with the Repairs and Contracts Officer, Resident Services Officers, parking enforcement team or ASB team as appropriate that repairs or other issued are dealt with appropriately and in a timely way. Taking ownership of your patch and the overall portfolio to see issues through to their resolution.

7. To use enforcement procedures to ensure that garage and other non-residential occupants are complying with the terms of their license agreements. To be responsible for regular inspections and investigations as necessary, and to manage breaches of the non-residential license agreements including the preparation for any necessary legal action. To arrange ad-hoc checks of the garage occupants to ensure full compliance with the license and that the correct named licensee is in use of the unit. To develop community links to enable such procedures.

8. Working with the Garages Services Manager to improve the customers experience through the on-line portal, encouraging and implementing modern ways of working. To be responsible for assisting customers with on-line access to their accounts, giving advice and amending their profile/set up where necessary to facilitate access. To inform and encourage both new and existing licensees to sign up to the MySouthwark service.

9. To be the first point of face to face contact with new applicants for non-residential units. To effectively communicate the offer of a non-residential unit, managing the sign up process ensuring that all relevant and accurate detail and documentation is provided and stringently verified to ensure that there is no fraudulent activity. To provide correct payment information (prioritising direct debit) to ensure and maximise income. To secure initial advanced payments to the garage account (c. £70-£100k per annum). Ensuring that the correct charge is applied to the account by extracting the relevant information from supporting documentation, complying at all times with the Councils data policies under GDPR.

10. Providing new applicants and current licensees with accurate information about the garage, licensee agreement and charges (including service charges). Stipulate the terms and conditions of the license agreement, emphasising Health and Safety and fire risk aspects, as well as the debit and payment regimes and the consequences of falling into arrears.

11. To work with the Repairs and Contracts Officers to ensure that all areas within the Garages Services Team portfolio are managed, maintained and refurbished as necessary including responsibility for adhering to Fire Risk Assessments and understanding the importance and role of the fire team.

12. Ensure that Health and Safety is adhered to, sharing empirical information known or obtained in relation to lone working, accompanying colleagues when appropriate due to areas and sites that you attend in order to prevent any confrontation or criminal intent by members of the public. To comply with equal opportunities, valuing diversity, health and safety and tobacco policies as revised from time to time.

JOB CONTEXT

1. Close liaison with officers and managers within Homeownership Services, Exchequer Services and other directorates of Finance and Governance.
2. Liaison with officers from other departments and suppliers such as Housing and Modernisation, Environmental Services, Legal, Procurement, Audit (internal and external), contractors and managing agents.
3. Liaison required with local MPs, Ward Councillors, and resident representatives regarding the provision of services.
Financial Responsibility
No direct budgetary responsibility but expectation of understanding of the Council's wider financial context, in particular related to rental income, void

The person specification is a picture of skills, knowledge and experience required to carry out the job., Knowledge of legal processes on tenancy management, in particular surrounding the ending and commencing of licences., Experience of letting non-residential units including garages and barrow stores and experience of managing parking schemes in both the public and private sectors., Experience of finding positive solutions to meet customer needs. Actively seeking alternative ways to solve problems, Experience in a customer facing role, ideally in a social housing field and or commercial property management, Ability to work remotely without direct management and supervision using own initiative and to be self-motivated and committed to providing a service to customers.

This role is with the Garages Team - Operations Group - Homeownership Services
The role is to let garages which are owned and managed by Southwark Council across the borough for storage and or keeping a motor vehicle.
The role is not hybrid and requires the candidate to work from the office at 160 Tooley Street, London, SE1

POST TITLE: Lettings Officer (Garages)
REPORTS TO: Garages Services Manager